Unlock Customer Insights with Calabrio Analytics

A collection of Calabrio customer reviews of Calabrio Analytics



Calabrio ONE Customer Research

Organizations Utilize Calabrio ONE to Support Agent Engagement

Which of the following Calabrio ONE features are you leveraging to support your agent engagement efforts?

Desktop analytics
42%
Dynamic Scheduling
29%
Pause/resume for PCI compliance
23%
Peer-to-peer mentoring requests
22%
Intraday Dynamic Scheduling
20%
Dynamic Availability
15%
Voice-of-the-Employee analytics (speech and text)
15%
Gamification
8%

Calabrio ONE Customer Research

Analyzing Data from Multiple Applications Drives Workforce Engagement

In which ways do you use analytics to understand and drive workforce engagement?

Leverage data integrated from multiple applications to create reports and dash¬boards that help agents and their managers
52%
Analyze speech and text interactions to understand the employee experience
36%
Automated scoring of evaluation forms to use in employee coaching and training
35%

Calabrio Software Case Study

Rabobank saw a ROI in 24 months after deploying Calabrio software

Introduction

This case study of Rabobank is based on a survey of Calabrio Software customers by TechValidate, a 3rd-party research service.

“Calabrio is a reliable product.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Calabrio software:

  • Purchased Calabrio because they:
    • Were unhappy with their existing vendor
    • Needed to upgrade/technology refresh
  • Used the following vendors prior to choosing Calabrio:
    • NICE
    • Verint
  • Rates the following in terms of how much they influenced their decision to purchase Calabrio software:
    • Lower total cost of ownership: very important
    • Product features: very important
    • Ease of use: important
    • Unified suite/integration: important
    • Superior support and services: very important

Use Case

The key features and functionalities of Calabrio software that the surveyed company uses:

  • Uses the following Calabrio products:
    • Call Recording
    • Quality Management (QM)
    • Analytics
  • Integrates the following applications with their Calabrio software:
    • Cisco platform
    • CRM system (Salesforce.com)

Results

The surveyed company achieved the following results with Calabrio software:

  • Experienced the following benefits since deploying your Calabrio software:
    • Met regulatory compliance standards
    • Reduced costs
  • Saw a return on investment (ROI) in 24+ months after deploying Calabrio software.
  • Increased the productivity of their contact centre by 11-30% after deploying Calabrio software.
  • Increased their customer satisfaction rates by 11-30% after deploying Calabrio software.

Calabrio ONE Case Study

Lending Club Leverages Calabrio ONE for Improved Agent Coaching

Introduction

This case study of Lending Club is based on a September 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.

“We are able to use reporting for multiple QM functions. It has been the biggest help in holding calibration sessions and to pull reports on scores and discuss various questions. Agents can in turn review graded calls in real time and implement feedback.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:

  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • They needed scalability for contact center growth
    • They wanted a technology refresh / modern architecture
    • They wanted Calabrio’s ease of use
    • They wanted Calabrio’s new features and functionality
  • Agrees that it is extremely important for their organization to have the same experience with WFO (same features and functionality) regardless of how it’s deployed (on-premises, in the public cloud, etc.).

Use Case

The key features and functionalities of Calabrio ONE that the surveyed company uses:

  • Using the following modules of Calabrio ONE:
    • Call Recording
    • Quality Management
    • Workforce Management
    • Analytics
  • Using the following applications in conjunction with their Calabrio software:
    • CRM system (e.g. salesforce.com)
    • Post-call survey application
  • Currently analyzing contact center data to gain business insights.

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Uses the following features within Calabrio ONE to engage their workforce and reduce agent turnover:
    • Dynamic Scheduling
    • Evaluation calibration

Calabrio ONE Case Study

Large Enterprise Retail Company Switched to the Unified Calabrio ONE Suite

Introduction

This case study of a large enterprise retail company is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Calabrio is a good product.”

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:

  • Vendor(s) replaced by Calabrio:
    • Nortel
  • Replaced their previous WFO solution with Calabrio for the following reasons:
    • They needed a unified suite of products
    • They wanted a technology refresh / modern architecture
    • They wanted Calabrio’s new features and functionality
  • Agrees that it is extremely important for their organization to have the same experience with WFO (same features and functionality) regardless of how it’s deployed (on-premises, in the public cloud, etc.).

Use Case

The key features and functionalities of Calabrio ONE that the surveyed company uses:

  • Using the following modules of Calabrio ONE:
    • Call Recording
    • Quality Management
    • Workforce Management
    • Analytics
  • Using the following applications in conjunction with their Calabrio software:
    • Cisco platform
    • CRM system (e.g. salesforce.com)

Results

The surveyed company achieved the following results with Calabrio ONE:

  • Uses the following features within Calabrio ONE to engage their workforce and reduce agent turnover:
    • Dynamic Scheduling
    • Evaluation calibration

Calabrio ONE Customer Testimonial

Improve Your Agent Training and Coaching With Calabrio ONE

Calabrio ONE QM helps with training and coaching. Speech Analytics is also a valuable tool.

IT Manager, Educational Institution

Calabrio ONE Customer Satisfaction Rating

10 out of 10: “Great Analytics Apps”

An IT Architect of a Global 500 food company would be very likely to recommend Calabrio ONE for this reason:

Calabrio ONE provides a great report, real-time monitoring, and great Analytics apps.

Calabrio ONE Customer Testimonial

Reward Agents through the use of Calabrio Analytics

With Calabrio Analytics, we look for phrases that display opportunities for coaching as well as compliments from our customers. We reward agents when speech analytics finds calls where customers are delighted. We use Calabrio to find non-verbal coaching moments too such as long silences.

Business Professional, Medium Enterprise Insurance Company

Calabrio ONE Customer Statistic

The Voice of the Customer is a Powerful Tool for Business Success

64% of surveyed organizations currently analyze contact center data to gain business insights.

64%

Calabrio ONE Customer Testimonial

Calabrio ONE Supports Agent Coaching at Boston Children’s Hospital

Calabrio ONE has allowed us the ability to monitor customer interactions and to provide visual analytics that help when coaching and mentoring our agents.

Wade Croce, Operations Analyst, Boston Children's Hospital

Calabrio ONE Customer Review

“Superior Customer Service and Support.”

5/5 Stars

How our organization uses Calabrio ONE:

Call recording, training, WFM scheduling, and analytics.

Would you recommend Calabrio ONE?

Useful product. Superior customer service and support.

Calabrio ONE Customer Satisfaction Rating

Find Root Cause Analysis, Call Auditing and Quality Assurance with Calabrio ONE

An Operations Manager of a large enterprise health care company said they would be very likely to recommend Calabrio ONE for this reason:

Calabrio ONE is a useful system that we find to be fairly intuitive. In addition, it has been effective for us with root cause analysis, call auditing and quality assurance.

Calabrio ONE Customer Review

Large Enterprise Health Care Company Gives Calabrio 5 out of 5 Stars

5/5 Stars

How our organization uses Calabrio ONE:

We use almost all of the features. Right now we are using WFM and Recordings and screen capture. We are about to deploy other features, like analytics.

Would you recommend Calabrio ONE?

Yes, great product and it works as expected.

Calabrio Provides a Robust Analytics Product

An Engineer of a large enterprise aerospace & defense company is very likely to recommend Calabrio ONE for the following reason:

Calabrio provides a robust product with a lot of added features with desk top analytics.

Calabrio Customers Benefit From Analytics

Calabrio has given us the opportunity to view all agents internal and outsourced which leads to better overall improvements. The analytic product is new to us but we are already seeing benefits.

IT Manager, Global 500 Transportation Services Company

Improve your Call Center with Calabrio Analytics

Calabrio call recording, WFM and desktop analytics provide management with the tools necessary to improve training, reporting to upper level management, and ways to improve customer service. It has also given us a tool for scheduling agents with many shifts over a 24 hour period, 365 days a year.

Engineer, Large Enterprise Aerospace & Defense Company